Description✓Weds - Sunday Telephone Counsellor; Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Telephone Counsellor to their team
✓Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.
✓We are looking for professional, hard-working candidates with strong communication, high levels of computer literacy and high levels of organisational ability with a desire to provide emotional support and guidance and make a difference to people's lives
✓The successful candidate will be responsible for providing one off emotional support to individuals, conduct clinical assessments and sign post to specialised support services
✓This is a fantastic opportunity to develop in a professional healthcare environment and to make a difference to many people's lives
✓Day to Day Responsibilities as a Counsellor:
✓To provide an efficient and effective telephone counselling service to all callers.
✓To effectively answer calls and triage to determine the most appropriate type of support required, i.e
✓advice, counselling etc.
✓To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed.
✓To take accurate information and record on the Health Assured data base.
✓Demonstrate a thorough understanding of the Health Assured products available to a caller and understand what support is most appropriate for the individual's needs
✓i.e., Debt, Legal, Critical Illness, Talk to a Doctor etc.
✓Warm transferring callers to the appropriate person and managing expectations at all times
✓Legal Department, Talk to a Doctor.
✓Provide "In the moment support" to callers presenting with support needs.
✓To arrange follow up and check in calls when deemed appropriate.
✓To undertake training provided by Health Assured and to utilise appropriate skills within calls, i.e
✓working with trauma, working with suicide, clinical assessment, safe guarding etc.
✓Upon mutual agreement to undertake Structured Telephone Counselling cases.
✓Understand and embrace a "Solution Focused Philosophy" in order to help a caller achieve an outcome in the shortest space of time possible.
✓Work to and exceed individual and team goals
✓For example, an individual goal is to achieve a minimum of 25 calls per day.
✓Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service.
✓Demonstrate the ability to work under pressure and to prioritise call lengths to ensure that "call backs" are reduced to an absolute minimum.
✓Demonstrate the ability to provide excellent customer service at all time.In order to be considered for this opportunity it is essential that you have the following:
✓Minimum diploma level 4 in Counselling & minimum of 100 counselling hours
✓To be a member of the BACP
✓Relevant telephone experience
✓High level of computer literacy [MS Office, Word, Excel and PowerPoint]
✓High level of organisational ability; ability to work to tight deadlines and targets
✓Good communication and customer service skills
✓Accredited with the BACP or eligible for the accreditation process
✓EAP experience is desirable
✓P[phone number removed]LSR2
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